Introduction

Note: The information provided in this document is based on Cisco
CallManager 3.x.

Q.
What is the default or initial CDR username and
password?

A. The default or initial username for the CDR Analysis and Reporting tool
is admin, and the default password is also
admin.

Q.
ART has stopped recording, and I receive an error message. How can I
resolve this problem?

A. ART can cease to record for several reasons. These are possible causes
and solutions:

Ensure that the ART scheduler service is running and CDR is enabled,
along with the CDR Loader in the CDR Analysis and Reporting (CAR) tool. For
more information on this, refer to the "Configuring CDR Service Parameters"
section of
CDR
Analysis and Reporting.

If the ART scheduler service is not installed in Start >
Programs > Admin Tools > Services, follow these steps to install
the service:

Open a DOS window and follow this path:
c:\CiscoWebs\art\SchedulerService.

Run a dir command and verify that there
is a file called wrapper.properties.

Click OK and then cancel all the windows, which
leaves only the ODBC Data Source Administrator window open.

Repeat steps 3 through 6 with ARTCCM1 and
ARTCCM2.

Q.
What is a globalCallId_ClusterId ?

A. In Cisco CallManager, globalCallId_ClusterId specifies
a unique ID that identifies a cluster of Cisco CallManagers. These fields make
up this unique key: GlobalCallId_ClusterId + GlobalCallId_CMId +
GlobalCallId_CallId. This parameter is embedded in the Cisco CallManager call
processing code and should not be modified either within the CallManager itself
or in the SQL database table as a parameter/attribute.

Q.
How can I manually purge the ART database?

A. In order to manually purge the ART database, first run these ART table
purge queries from the Structured Query Language (SQL) Analyzer, and select the
database named "art":

Note: It is advisable to perform this process after hours, so that it does
not impact normal call processing. Based on the number of CDRs and the CDR load
settings, it can take some time and some number of CDR load cycles to
completely load all the CDRs.

Q.
How do I resolve the "Data is not available for the date range selected"
error message?

A. This error can result from these situations:

CDR is not enabled properly.

Data is not synchronized between the CDR and ART
databases.

The Comments column of the
CallDetailRecord table has data that exceeds 256
characters.

Q.
How do I troubleshoot the Customer KErrorNotCDRPrimary -
Insert CDR service is being run on a server that is not CDR
primary error message?

A. This error message occurs if you run the CDR Insert service on servers
other than the publisher. In order to resolve this issue, make sure to
de-activate the CDR Insert service on all nodes except the publisher server.

Q.
How do I troubleshoot the Error 1069: The service did not
start due to a logon failure CDR error
message?

A. This error message might appear when the CDR is assigned a different
service account login and password than the other built-in service accounts. In
order to resolve the issue, you can use the
Admin
Utility to synchronize all the core service passwords throughout the
cluster. If this does not solve the issue, you need to reinstall the CDR
plug-in.

Note: The Admin Utility works best when you select all of the service
accounts for password reset. It is recommended to do the procedure during
off-peak hours because the utility will restart all of the services.

Q.
How do I troubleshoot the The machine on which CAR is
being installed is not a publisher error message in the CAR
install log when trying to install the CAR plug-in on a Cisco CallManager
server?

A. In order to resolve this issue, make sure that:

The server name is the same in the database and in the
server.

The server name does not contain an underscore. The usage of the
underscore character in NetBIOS names is not recommended, as some SQL stored
procedures use the character to prepend or append part of their queries.

The replication works fine between the Publisher and the Subscriber
server. If the replication is broken between Publisher and Subscriber, then you
will receive an error stating the CDR/CAR is not able to recognize the
Publisher server even if we are installing it on a Publisher server. You need
to use
DBLHelper
in order to re-establish the broken
replication.

Q.
How do I troubleshoot the Too much data and it will be
truncated error message when running a CAR
report?

A. There is a limit for the PDF and CSV reports in the CDR. The limit is
5000 records for the PDF report and 20,000 records for the CSV report. If the
number of records exceeds these values, you will receive the Too
much data and it will be truncated error message.

Q.
How do I troubleshoot the HTTP status 500 - Internal
Server Error error message while I access the CAR
report?

A. If you receive the HTTP status 500 - Internal Server
Error error message while you access the CAR reports, you need
to restart the Cisco Tomcat Service from
Start > Programs >
Administrative Tools > Services in order
to resolve the issue.

Note: This issue can also occur when you try to add the CDR server to the
Unified Communications Manager cluster with an server. In this case, if you
start the server, it resolves the issue.

Q.
The CDR reports show undefined_user as the
phone login for all originating calls. How do I troubleshoot this
issue?

A. With Cisco Callmanager 5.x, the Owner User ID field in
the User Configuration page is used in order to
link the extension to the user in the CDR. You must have a device/phone with
the Owner User ID field populated, or
undefined_user appears as the phone login in the
CDR reports. Make sure the Owner User ID field of your
device/phone is populated. If not, configure the phone with this field
populated, and run the CDR report again.

Q.
How do I prevent excessive growth of the CDR and ART
Database?

A. In order to prevent the excessive growth of the CDR database, you can
go to CCMAdmin > Service Parameters,
select Cisco Database Layer Monitor as the service and set the
Max CDR Records. Also, on CAR you can use the automatic purge
for CDR and CAR which always deletes records that are of certain age.

Note: The difference between the growth restriction from SQL and the
settings within CAR is that if size is restricted from SQL, new records cannot
be added to the database, while if you purge old records with CAR, it deletes
old records and always allows new records on the database.

Q.
Why does CDR not send reports through email and display error
1001?

A. In order to resolve this issue, make sure that:

Company Name is entered under System> System Parameters>System
Preferences.

You can ping the Mail Server from the Cisco
CallManager.

The Mail Domain field under Mail Parameters is not
empty.

The Mail ID is added without the domain
name.

Q.
How do I troubleshoot when the CDR tool does not appear on the Cisco
Unified Communication Manager Serviceability page?

A. In order to resolve this issue, you need to activate the CAR
Web Service from the Cisco Unified Communication Manager
Serviceability page. Complete these steps: